Nancy Jamison

Social Media in the Contact Center: Hype or Strategy?

It's been about two years since analysts and industry watchers fervently started writing about the use of social media in the contact center to provide customer service. The idea that a company can listen to the conversations that happen on social media sites, monitor what is being said about their company and their competitors, and cull actionable data from those feeds is very compelling, especially when interactions can be sent to an agent just like a customer phone call.

The topic of this week's Industry Buzz podcast is the Gartner Magic Quadrant for Corporate Telephony.

What Has Aspect Been Up To? Questions Laid to Rest with the Release of Aspect Unified IP 7

Being an analyst can be fun if you like sports, or chess, or horse racing, because watching different industries develop, merge or morph can be like all those. Some companies will create a new product, feature or concept, and it is adopted and thrives or dies. Sometimes it seems like several companies will develop a new concept almost simultaneously. And, some companies surge ahead, while others fall behind or are acquired for the installed bases or intellectual property.

Not Sexy, but Significant - NEC Untangles the Management Web of Unified Communications Applications

The subject of application management isn't sexy. Most of the time vendors, press and analysts like to talk about how neat the capabilities of UC applications are, and we like to complain about how applications from disparate vendors don't work well together. We complain about things such as lack of federation, and whether vendors are on board with standards, or lack thereof.

iPhones, BlackBerrys, Facebook, Twitter, and other media channels - they've not just changed how we communicate, but also our expectations for cust

In this Industry Buzz podcast, the UCStrategies UC Experts debate the adoption of Unified Communications (UC) in the small and medium business (SMB